Job Description

Location: Mumbai

Experience: 3 to 6 years

About Seclore

At Seclore, we are all Entrepreneurs, not employees. At Seclore, we are all Entrepreneurs, not employees.

This position is for individuals with exp in Application Support, great customer relationship skills while working in a super-agile environment. Seclore is a place where innovation is nurtured. We continuously push the boundaries of innovation and find new ways to add value to customers and stakeholders. We are proud to be recognized as "Great Place to Work" for 2020

Seclore Confidential

Seclore Confidential - Circulation to any third party is prohibited

JOB DUTIES AND RESPONSIBILITIES:

•Act as point-of-contact by providing technical support to Enterprise customers and partners of Seclore.

•Handles real-time voice-calls and chats with technical queries and adheres to the SLAs

•Handles email queries and responds in a timely-manner

•Achieves understanding of Seclore products and gains expertise

•Applies knowledge and experience along with analytical approach to diagnose and resolve issues in unique and complex customer environments

•Attempts to provide resolutions on the first interaction with customers

•Handles multiple cases at the same time with varying degrees of severity

•Effectively communicates procedural and technical issues to internal and external customers/stakeholders

•Manages schedule of cases, determines including priority level and negotiating and setting expectations with the customers

•Assesses the need to engage or escalate to the required resources to handle complex issues/situations

•Engages with internal teams to prioritize customer requests

•Researches on array of topics like operating system & its fundamentals, Infrastructure technologies, and Seclore products as and when needed

•Participates in the new product releases to ensure information and training requirements are met to start supporting the new release

•Engages in ongoing trainings and function/organization development, along with self-learning Creates documentation and support knowledge base to reduce troubleshooting time and drive faster resolution

•Works towards becoming an SME on a product area and go to guy for an underlying related technology

•Works in a team with assorted expertise

•Mentors and assist new technical support engineer and peers to develop skills

•Comfortable working in shifts

•Multitasks and works well in a fast-paced environment

AREAS OF WORK:

• Support -- Helping people use applications by answering their questions and giving information that facilitates correct operation of Seclore products over the phone, chat and / or email.
• Troubleshooting -- Diagnosing malfunctions in the operation of software.
• Repair -- Correcting application software malfunctions.

QUALIFICATIONS:

Hands on experience across the following core technologies

a)Operating systems – Windows Server/Windows Client / Linux

b)Expert Level understanding of Windows / Linux Server Concepts

c)Hands on experience in troubleshooting Windows / Linux OS and application related issues

d)Infrastructure technologies – AD, DNS, DHCP, etc

e)Good working knowledge of MS Office suite

f)Strong foundation of Networking Principles Good to have knowledge of

a)Operating system – MAC OS

b)Virtualization Technologies – Vmware / Hyper-V

c)Apache Tomcat and Apache Web Server

d)Knowledge of computer security procedures and protocol

a)Remote Deployment Tools like LANDesk, SCCM and other IT landscape Relational DB principles and methodologies – MS-SQL, Oracle

b)Antivirus Softwares

c)Knowledge of tools like Process Monitor, Process Explorer, Network monitor/Wireshark

EXPERIENCE:

• 2 to 5 years’ experience in a Technical Support role, preferably application support
• Managed Customers from regions such as NA, EMEA or APAC
• Exposed to working shifts in nights
• Handled customers on the phone
• Current job includes exposure to CRM tool
• Exposure to severity based models would be preferable
• Exposure to Enterprise/Corporate customers preferable
• Required: Bachelor’s Degree or Diploma in Computer Science
• Preferred: Industry Certifications like MCSE, MCP, RHEL Certifications, CCNA